1. Khurshid Mohammed Shaikh
Objective
To be a part of an organization, ensuring customer satisfaction and prove to be an asset to the
organization’s growth and prosperity.
Experience
• Currently working for Tata consultancy services as Sr.Analyst (Support for
NICE recording application).
• Worked for Vodafone Essar Ltd as Team Leader with total experience of
approx 5yrs.
Tata consultancy Services
• Six Sigma Green belt Certified.
• Working for service desk technical process known as “Nice Administration”.
• Currently functioning as “Nice Administrator” for Nice Perform, Hybrid & QM
application for entire North American, India, Manila, Canada etc.
• Taking care of the following activities:
• Adding New agent in Nice perform application.
• Adding new Unit Manager in Nice perform application.
• Archiving Calls for long storage on nice server.
• Doing password reset for agents & Unit Managers.
• Editing calls for business needs known as “Wave File”.
• Agent & User profile modification.
• EERS termination emails for resigned or attrites agents.
• Email support for any query related to nice recorded platform.
• Working for high level request known as “VT” for sensitive issues.
• Keeping follow up with other teams for various purpose like installing software,
mapping extension with avaya insfrastructure & Nice server, mapping Saw grass
table, mapping workstation to proper host server name etc.
• Working on process improvement & development for process.
• Contributed in Green belt project & achieved 1 million soft savings for our project.
• Handling additional responsibility for entire Unit’s Spoc for Fraud & Compliance.
• Thus handling internal & external audits happening for the Unit.
• Maintaining documents for audits purpose & spreading awareness on fraud &
compliance by attaining session within the Unit.
• Managing International Audits from clients across globe without any error or

2. observation.
• Managing the team of 6 members and functioning as back up TL.
• Part of management strategy for our project and further improvement plans.
Vodafone Essar (Andro Meda)
• Responsibility to assist and train new recruits, colleagues on new
product and handset updates.
• Handle irate / escalated and urgent calls.
• Function as GPRS assist desk for all departments & sections in Vodafone
• Handle Roster management, lucent monitoring, break management, floor
discipline.
• Undertake in depth research on latest handsets and competition update the team.
• Co-ordinate with VAS Marketing, Technical VAS desk and promoters on handset
& product related issues.
• Maintaining MIS for the Gprs team.
• Also handling Quality of the Gprs team and conducting quality refreshers every
month.
• Attaining MRM (Monthly Review Meet) on behalf of the team.
• Responsibility to discover more and more new configuration.
Awards
• Received appreciation emails from number of business users through client &
higher management.
• Contributed in Green belt project & achieved 1 million soft savings for our
project.
• Successfully completed “Kaizen Project” for our process & thus increased the
productivity & have done soft savings of $10500 annually.
• Completed another “Kaizen Project” for our project & have reduced the time
taken to action particular request thus soft saving of $3800 year.
• I have been awarded with “On the Spot” award which is known as “Role Model”
award for being outstanding in year.
• Awarded as a Super Performer for the period of six month.
• Awarded a Best Team Coach
• Awarded as Best Team Leader.

3. Education & Certification
Green Belt Six sigma Certified.
ITIL Knowledge.
Passed T.Y.B.Sc (IT) from Mumbai University
Passed HSC from Maharashtra Board in Year 2006 (Second Class)
Passed SSC from Maharashtra Board in Year 2004 (First Class)
Interest
Surfing internet, communicating with people and playing cricket.
Computer Knowledge
 Proficient in the use of Microsoft desktops, laptops and palmtops.
 Well versed with Palmtops that run on the Palm OS and Nokia series of
communicators including Symbian OS and Windows Mobile.
 MS Office (Excel, Word and PowerPoint, MS Publisher).
 Well versed with Microsoft Outlook.
 Basic knowledge in SQL.
 Proficient in using Service Now 2.0 ticketing tool & ITIL knowledge.
Key Learning
My first experience in a multinational organization taught me to work in a very
demanding environment, extracting new information from wealth of data available and
meeting the objectives. Have also imbibed the virtue of evolving within an ever
changing environment.
Personal Information
Date of birth : 22nd
December 1988.

4. Gender : Male
Marital Status : Single
Address : 23/5, Johra Bai Sharif Bldg, Navpada, Bandra (E),
Mumbai – 400051
Mobile No. : +919920897155 & 02226582887.
Email address : Longracerider@yahoo.co.in
Shaikhmohdkhurshid@gmail.com